{"id":100599,"date":"2026-07-11T08:34:43","date_gmt":"2026-07-11T08:34:43","guid":{"rendered":"https:\/\/jobs.dataaxisnode.com\/kenya\/uncategorized\/tech-support-officer-sifa\/"},"modified":"2026-07-11T08:34:43","modified_gmt":"2026-07-11T08:34:43","slug":"tech-support-officer-sifa","status":"publish","type":"post","link":"https:\/\/jobs.dataaxisnode.com\/kenya\/jobs\/nairobi\/tech-support-officer-sifa\/","title":{"rendered":"Tech Support Officer &#8211; SIFA"},"content":{"rendered":"<p><script type=\"application\/ld+json\">{\"@context\": \"https:\/\/schema.org\/\", \"@type\": \"JobPosting\", \"title\": \"Tech Support Officer - SIFA\", \"description\": \"Position Overview\\nDo you have a passion for solving technology challenges and creating a seamless user experience? Educate! is looking for a proactive and detail-oriented Tech Support Officer to serve as the first line of support for our growing suite of digital products, including our WhatsApp coaching bot, chat web applications, SMS, and USSD platforms. In this role, you will be the central point of contact for all user-reported issues, ensuring every concern is accurately triaged, coordinated with the right stakeholders, and driven through to resolution. You will keep both youth participants and frontline staff informed throughout the process, helping maintain trust and confidence in our digital products. If you thrive in a fast-paced environment, enjoy problem-solving, and are passionate about delivering high-quality support that enables technology teams to focus on innovation, this role is for you.\\nWhat You\u2019ll Do\\nCross Functional Collaboration:\\nProvide first-line support across digital channels: the WhatsApp coaching bot, chat webapps, SMS flows, and USSD entry points once live.\\nRespond to incidents and change requests in line with agreed SLAs. Keep users updated on resolution status throughout.\\nTriage and resolve issues reported by youth directly in-app once flagging ships, or via Business Advisors, or escalate to engineering with enough context for them to act without re-investigating.\\nAssist youth and Business Advisors with usage guidance, feature explanations, and recovery from common issues sign-in, lost chat history, missed nudges.\\nConduct follow-ups with youth, frontline teams after escalation to confirm the issue is resolved end to end, not just closed in the ticket.\\nMaintain high levels of user satisfaction through clear communication and consistent service delivery.\\nEnsure efficient resolution of youth and frontline teams issues to minimise operational disruption.\\nAdhere to operational guidelines to reduce losses from silent service failures, missed nudges, and undelivered messages.\\nWork closely with the Product Owner Tech and engineering team to keep the support workflow current as the Product evolves.\\nProvide assistance to Operations in maintaining vendor relationships and performance for tech vendors including tracking of invoice accuracy and timely uploading\\nConduct training and onboard new tech-team joiners to the support workflow, ticketing standards, and the incident response runbook.\\nAny other roles as as assigned to by the line manager\\nDocumentation and Triaging:\\nDocument every interaction, issue, and resolution in Jira the Tech board using the agreed templates.\\nShare logs, screenshots, and reproduction steps with engineers for technical troubleshooting.\\nConduct routine health checks across digital channels WhatsApp message delivery, SMS routing, web app sign-in, USSD path to identify and flag operational anomalies before users report them.\\nProactively flag recurring issues so the engineering team can address them at the root.\\nIdentify and act on potential risks within the support function alert blind spots, single-points-of-failure, compliance drift, recurring fragility and escalate appropriately.\\nAuthor and maintain an up-to-date knowledge base of support processes, runbooks for the top recurring issues, and FAQs for Business Advisors and youth-facing teams.\\nWho You Are\\nEducation:\\nDegree in any related business field\\nExperience Non-negotiable:\\nMinimum of 1 or 2 years of experience in a technical support\\nDemonstrated experience and some hands-on familiarity with ticketing systems Jira, Linear, Zendesk, or similar.\\nExperience supporting digital products that serve large user bases is an added advantage.\\nKey Skills:\\nProficiency in support ticketing systems\u00a0and basic data tooling.\\nStrong time management\u00a0and the ability to prioritise across competing urgent issues.\\nCalm under pressure:\u00a0Will be the first responder when something on production is on fire.\\nYouth-first approach:\u00a0Empathy and patience for the user, many of whom are first-time users of digital coaching.\\nExcellent written and verbal communication:\u00a0Will be writing ticket updates, BA replies, and youth-facing responses every day.\\nTroubleshooting and problem-solving\\nStrong ticket discipline.\\nMust have a strong sense of agility\\nOwns the operational work:\u00a0Wants to do the discipline of triage and follow-up well\\nWhat We Offer\\nA vibrant, mission-driven environment with a supportive and fun team.\\nLearning & growth opportunities\\nTerms\\nPreferred duty station is in our office in Nairobi, Kenya.\\nCompensation will be competitive for the social enterprise sector and commensurate with experience\\nBenefits include health insurance and a generous vacation policy\", \"datePosted\": \"2026-07-09\", \"hiringOrganization\": {\"@type\": \"Organization\", \"name\": \"Educate!\"}, \"jobLocation\": {\"@type\": \"Place\", \"address\": {\"@type\": \"PostalAddress\", \"addressLocality\": \"Nairobi\", \"addressCountry\": \"KE\"}}, \"directApply\": true, \"validThrough\": \"2026-07-23T23:59:59\", \"employmentType\": \"FULL_TIME\"}<\/script><\/p>\n<p><strong>Company:<\/strong> Educate!<\/p>\n<p><strong>Location:<\/strong> Nairobi<\/p>\n<p><strong>Job Type:<\/strong> Full Time<\/p>\n<p><strong>Apply Before:<\/strong> 2026-07-23<\/p>\n<h3>Job Description<\/h3>\n<p>Position Overview<br \/>Do you have a passion for solving technology challenges and creating a seamless user experience? Educate! is looking for a proactive and detail-oriented Tech Support Officer to serve as the first line of support for our growing suite of digital products, including our WhatsApp coaching bot, chat web applications, SMS, and USSD platforms. In this role, you will be the central point of contact for all user-reported issues, ensuring every concern is accurately triaged, coordinated with the right stakeholders, and driven through to resolution. You will keep both youth participants and frontline staff informed throughout the process, helping maintain trust and confidence in our digital products. If you thrive in a fast-paced environment, enjoy problem-solving, and are passionate about delivering high-quality support that enables technology teams to focus on innovation, this role is for you.<br \/>What You\u2019ll Do<br \/>Cross Functional Collaboration:<br \/>Provide first-line support across digital channels: the WhatsApp coaching bot, chat webapps, SMS flows, and USSD entry points once live.<br \/>Respond to incidents and change requests in line with agreed SLAs. Keep users updated on resolution status throughout.<br \/>Triage and resolve issues reported by youth directly in-app once flagging ships, or via Business Advisors, or escalate to engineering with enough context for them to act without re-investigating.<br \/>Assist youth and Business Advisors with usage guidance, feature explanations, and recovery from common issues sign-in, lost chat history, missed nudges.<br \/>Conduct follow-ups with youth, frontline teams after escalation to confirm the issue is resolved end to end, not just closed in the ticket.<br \/>Maintain high levels of user satisfaction through clear communication and consistent service delivery.<br \/>Ensure efficient resolution of youth and frontline teams issues to minimise operational disruption.<br \/>Adhere to operational guidelines to reduce losses from silent service failures, missed nudges, and undelivered messages.<br \/>Work closely with the Product Owner Tech and engineering team to keep the support workflow current as the Product evolves.<br \/>Provide assistance to Operations in maintaining vendor relationships and performance for tech vendors including tracking of invoice accuracy and timely uploading<br \/>Conduct training and onboard new tech-team joiners to the support workflow, ticketing standards, and the incident response runbook.<br \/>Any other roles as as assigned to by the line manager<br \/>Documentation and Triaging:<br \/>Document every interaction, issue, and resolution in Jira the Tech board using the agreed templates.<br \/>Share logs, screenshots, and reproduction steps with engineers for technical troubleshooting.<br \/>Conduct routine health checks across digital channels WhatsApp message delivery, SMS routing, web app sign-in, USSD path to identify and flag operational anomalies before users report them.<br \/>Proactively flag recurring issues so the engineering team can address them at the root.<br \/>Identify and act on potential risks within the support function alert blind spots, single-points-of-failure, compliance drift, recurring fragility and escalate appropriately.<br \/>Author and maintain an up-to-date knowledge base of support processes, runbooks for the top recurring issues, and FAQs for Business Advisors and youth-facing teams.<br \/>Who You Are<br \/>Education:<br \/>Degree in any related business field<br \/>Experience Non-negotiable:<br \/>Minimum of 1 or 2 years of experience in a technical support<br \/>Demonstrated experience and some hands-on familiarity with ticketing systems Jira, Linear, Zendesk, or similar.<br \/>Experience supporting digital products that serve large user bases is an added advantage.<br \/>Key Skills:<br \/>Proficiency in support ticketing systems\u00a0and basic data tooling.<br \/>Strong time management\u00a0and the ability to prioritise across competing urgent issues.<br \/>Calm under pressure:\u00a0Will be the first responder when something on production is on fire.<br \/>Youth-first approach:\u00a0Empathy and patience for the user, many of whom are first-time users of digital coaching.<br \/>Excellent written and verbal communication:\u00a0Will be writing ticket updates, BA replies, and youth-facing responses every day.<br \/>Troubleshooting and problem-solving<br \/>Strong ticket discipline.<br \/>Must have a strong sense of agility<br \/>Owns the operational work:\u00a0Wants to do the discipline of triage and follow-up well<br \/>What We Offer<br \/>A vibrant, mission-driven environment with a supportive and fun team.<br \/>Learning &#038; growth opportunities<br \/>Terms<br \/>Preferred duty station is in our office in Nairobi, Kenya.<br \/>Compensation will be competitive for the social enterprise sector and commensurate with experience<br \/>Benefits include health insurance and a generous vacation policy<\/p>\n<h3>How to Apply<\/h3>\n<p>Interested and qualified? Go to Educate! on job-boards.greenhouse.io to apply<br \/>Build your CV for free. Download in different templates.<\/p>\n<p><a href=\"https:\/\/www.myjobmag.co.ke\/apply-now\/1273798\" target=\"_blank\" rel=\"noopener\" style=\"display:inline-block;padding:10px 20px;background:#2271b1;color:#fff;text-decoration:none;border-radius:4px;\">Apply Now<\/a><\/p>\n<p><small>Source: MyJobMag<\/small><\/p>\n<p><!-- job-expiry: 2026-07-23 --><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Company: Educate! Location: Nairobi Job Type: Full Time Apply Before: 2026-07-23 Job Description Position OverviewDo you have a passion for solving technology challenges and creating a seamless user experience? Educate! is looking for a proactive and detail-oriented Tech Support Officer to serve as the first line of support for our growing suite of digital products, [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_post_was_ever_published":false},"categories":[1408,1409],"tags":[1886,1425,1413,1412],"class_list":["post-100599","post","type-post","status-publish","format-standard","hentry","category-jobs","category-nairobi","tag-educate","tag-full-time","tag-job-listing","tag-myjobmag"],"jetpack_featured_media_url":"","jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts\/100599","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/comments?post=100599"}],"version-history":[{"count":0,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts\/100599\/revisions"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=100599"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/categories?post=100599"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/tags?post=100599"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}